The research, conducted with 501 mortgage brokers, also found that 17% said they preferred to deal with a phone-based BDM, while 27% had no preference.
Graham Felstead, head of NatWest Intermediary Solutions said: “Whilst many intermediaries still want to have a face-to-face relationship with a BDM there is a growing number who are comfortable dealing with their BDM primarily on the phone and via email, valuing the speed of response and ease of access.
“When it comes to the type of BDM support they want, it’s interesting to note how many brokers are happy to consider or prefer a phone-based service.”
For brokers who preferred seeing face-to-face BDMS, they valued the ability to solve things quicker, the added value on understanding a lender’s policy and the opportunity to hear what’s going on with a lender.
For those who preferred BDMS on the phone, brokers said they are easier to get hold of and can turn around issues quicker from the office.
Three of the most popular ways brokers are being kept informed about news from lenders is email, a phone call or a face-to-face meeting with a BDM.
NatWest operate a team of both field and phone BDMs supported by LiveTALK instant messaging service, which offers brokers immediate access to the sales support team.
